Now Mobile App Push Notifications not going through

tworzala
Tera Contributor

8 hours ago

I can see push notifications in the system log and they're successful. On the device itself I've double checked that push notifications are enabled and on the app they are also enabled. I'm not getting any of the push notifications or even in the notification tab on the app. What's wrong?

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Itallo Brandão
Giga Guru

4 hours ago - last edited 4 hours ago

Hi tworzala,

This is a very common scenario. When the System Log says "Success", it only means ServiceNow successfully handed the payload to the Cloud Service (SNS/APNS). It does not confirm delivery to the device.

Since you are using the Now Mobile app (and not the Agent app), the issue is almost certainly an Application Mismatch.

The Root Cause: ServiceNow has separate application records for each mobile app.

  • Agent App: Uses ServiceNow Mobile Application

  • Now Mobile App: Uses ServiceNow Request Application

If your notification is configured to send via the "ServiceNow Mobile Application", the Now Mobile app on your phone will ignore it because the token doesn't match.

Troubleshooting Steps:

  1. Check the Push Message Record:

    • Go to your Notification setup.

    • Open the specific Push Message record selected in the "What to send" tab.

    • Look at the Push Application field.

    • Fix: Ensure it is set to ServiceNow Request Application. If it is set to "ServiceNow Mobile Application", change it.

  2. Check Device Registration:

    • Type sys_push_notif_registration.list in the filter navigator.

    • Filter by User = [Your User].

    • Look at the Push Application column.

    • Do you see a row for ServiceNow Request Application? If you only see ServiceNow Mobile Application, you need to log out and log back into the Now Mobile app to generate a fresh token for the correct application.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

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